Choose the right sequence after a detractor response so recovery can become future advocacy instead of theater.
The setup A strategic customer scores you a 4 and writes: “We still cannot trust the executive report before board week.” This is the kind of moment where one impatient move can drain months of goodwill. The framework Recover → prove → re-ask Use recover → prove → re-ask when the relationship has to move in order instead of all at once. Respect the middle step Most teams either ask too soon or close the loop too vaguely. Recovery creates the possibility of future advocacy only when fresh evidence replaces old fear. Step 1 After the score lands The account…
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